Event payload

The payload of each webhook depends on the type of the event. Use this list to see what payload we will POST to your URL

INBOUND

ParamDescription
message_idMessage ID
ticket_idTicket ID
contact_idContact ID
messageMessage content
contact_nameContact name
contact_emailContact email (if present)
contact_identifierContact phone (if present)
channel_idChannel ID

OUTBOUND

ParamDescription
message_idMessage ID
ticket_idTicket ID
messageMessage content
user_idUser ID
user_nameUser name
user_emailUser email
contact_idContact ID
contact_nameContact name
contact_emailContact email (if present)
contact_identifierContact phone (if present)
channel_idChannel ID

NOTE

ParamDescription
message_idMessage ID
ticket_idTicket ID
messageMessage content
user_idUser ID
user_nameUser name
user_emailUser email

TICKET_LABEL_ADDED

ParamDescription
ticket_idTicket ID
label_idLabel ID
label_nameLabel name

TICKET_LABEL_DELETED

ParamDescription
ticket_idTicket ID
label_idLabel ID
label_nameLabel name

TICKET_ASSIGNED

ParamDescription
ticket_idTicket ID
user_idUser ID
user_nameUser name
user_emailUser email
team_idTeam ID
team_nameTeam name
assigned_toTEAM or USER

TICKET_CLOSED

ParamDescription
ticket_idticket_id

TICKET_REOPENED

ParamDescription
ticket_idticket_id
statusOPEN or ASSIGNED

TICKET_MARKED_AS_SPAM

ParamDescription
ticket_idTicket ID

TICKET_UNMARKED_AS_SPAM

ParamDescription
ticket_idTicket ID

VOICE_CALL_STARTED

ParamDescription
channel_idChannel ID
ticket_idTicket ID
contact_idContact ID
directionINBOUND / OUTBOUND
fromOrigination phone number
toDestination phone number
user_idUser ID
user_nameUser name
user_emailUser email

VOICE_CALL_ENDED

ParamDescription
channel_idChannel ID
ticket_idTicket ID
contact_idContact ID
directionINBOUND / OUTBOUND
fromOrigination phone number
toDestination phone number
user_idUser ID
user_nameUser name
user_emailUser email
durationDuration in seconds

VOICE_CALL_RECORDED

ParamDescription
channel_idChannel ID
ticket_idTicket ID
contact_idContact ID
directionINBOUND / OUTBOUND
fromOrigination phone number
toDestination phone number
user_idUser ID
user_nameUser name
user_emailUser email
durationDuration in seconds
recording_urlRecording URL (when enabled)

VOICE_CALL_MISSED

ParamDescription
channel_idChannel ID
ticket_idTicket ID
contact_idContact ID
fromOrigination phone number
toDestination phone number
durationDuration in seconds
recording_urlRecording URL (when enabled)
failure_reasonList of available reasons: NO_BALANCE, OUTSIDE_BUSINESS_HOURS, FULL_QUEUE, QUEUE_TIME_EXCEEDED, NO_AGENTS_AVAILABLE

VOICE_CALL_ROUTE_NUMBER

ParamDescription
channel_idChannel ID
ticket_idTicket ID
contact_idContact ID
ivr_menu_route_number_idIVR menu route number ID
ivr_menu_idIVR menu ID
actionRoute action
triggerRoute number
team_idRoute to team ID
target_ivr_menu_idRoute to target IVR menu ID
phone_numberRoute to phone number